Payment and Billing Policy
1. Who this policy applies to
This Payment and Billing Policy explains how MediConnex HongKong Limited ("MediConnex", "we", "us") quotes, collects, confirms, and invoices payments for our non-medical concierge, coordination, and introduction services.
Legal entity: MediConnex HongKong Limited. Hong Kong Business Registration Number: 80524054. Registered office: Unit 2406B, 24/F, Low Block, Grand Millennium Plaza, 181 Queen's Road Central, Sheung Wan, Hong Kong. Correspondence address: Unit 2406A, 24/F, Low Block, Grand Millennium Plaza, 181 Queen's Road Central, Sheung Wan, Hong Kong. Telephone: +852 3521 2970.
This policy forms part of our Terms of Use and should be read together with our Refund and Cancellation Policy, Privacy Policy, and Medical Disclaimer.
2. What you pay for
MediConnex charges for concierge, coordination, interpretation, introduction, documentation, and related non-medical support services. We are not a hospital, clinic, medical practitioner, travel agent, airline, hotel, insurer, or emergency medical provider.
Any medical treatment is provided by the relevant Treatment Provider under a separate Treatment Agreement. Where a quotation includes amounts destined for a Treatment Provider or other agreed provider-side recipient, MediConnex acts only as a collection agent or payment coordinator for that amount, as described in the Terms of Use.
3. Quotes and pricing
Before you are asked to pay, we provide a written quotation or engagement document setting out the quoted service scope, amount payable, payment currency, payment schedule, and any material exclusions. Prices shown on the Website are indicative only until confirmed in writing.
For administrative simplicity, a quotation, invoice, or payment request may ask you to make one payment to MediConnex. The invoice may show the total under broad billing categories, such as MediConnex service fee and provider-side or pass-through amount. MediConnex is not required to disclose the Treatment Provider's internal cost breakdown, procurement terms, consumables, staff costs, or other underlying commercial details, unless required by applicable mandatory law or expressly agreed in writing.
Unless stated otherwise in writing, your own flights, accommodation, ground transport, travel insurance, visas, and other travel-related expenses are arranged and paid by you directly to the relevant providers. MediConnex does not sell or arrange those travel services.
4. Payment methods and currencies
Payments to MediConnex are collected by MediConnex HongKong Limited through its Hong Kong business account with Airwallex or another regulated payment provider we identify in writing. At present, bank-transfer collection may be available before individual card or consumer-wallet payment methods are enabled. The available payment method for your engagement will be stated in your invoice or payment request.
We may support payments in EUR, USD, AUD, and other currencies shown in the written quotation or payment request. Currency conversion fees, intermediary-bank charges, receiving-bank charges, and any fees imposed by your bank, card issuer, or payment provider are your responsibility. MediConnex is not obliged to absorb or refund such fees. The written quotation may indicate an estimate of such fees for your information, but failure to mention them does not transfer liability to MediConnex.
MediConnex does not store full card numbers or full payment credentials on our own systems. Payment processing is handled by regulated third-party payment providers subject to their own terms and privacy notices.
5. Billing and invoice confirmation
After completed payment is received as cleared funds and matched to your booking or engagement, and after complete billing details are received, MediConnex will use reasonable efforts to issue a payment confirmation, receipt, or invoice confirmation within 7 working days. The document will identify MediConnex HongKong Limited as the merchant or contracting entity unless a different entity is expressly agreed in writing.
If payment-provider checks, bank delays, compliance checks, public holidays, or incomplete billing details delay confirmation, we will notify you within a reasonable time.
Please send billing-name, billing-address, tax-reference, or invoice-format requests to admin@mediconnex.com.cn as early as possible. Any request to amend invoice details after issuance must be received by us no later than 7 working days after the invoice date. We may not be able to amend invoices after that period due to accounting or tax constraints.
6. Failed, delayed, or disputed payments
Services may not begin, or may be paused, until required payments are received as cleared funds. If a payment fails, is reversed, is suspected to be unauthorised, or is subject to sanctions, anti-money-laundering, fraud, or payment-provider review, we may delay or decline service until the issue is resolved.
Late payment consequences are described in the Terms of Use. Chargebacks and refunds are handled under the Refund and Cancellation Policy and the rules of the relevant payment provider.
If your delay in payment causes any third-party cost, including treatment-provider deposits, interpreter deposits, translation commitments, or other non-refundable commitments made on your behalf, to become unrecoverable, you remain responsible for that cost, and it will not be refundable even if you later cancel the engagement, except where required by applicable mandatory law.
7. Refunds
Refund eligibility is governed by the written quotation, your Concierge Agreement, our Terms of Use, and the Refund and Cancellation Policy. Except where expressly stated in those documents or required by applicable mandatory law, treatment-provider deposits, treatment fees once remitted to the provider, third-party costs, bank charges, and currency-conversion losses are not refundable under this Payment and Billing Policy.
We recommend that you obtain appropriate travel and medical insurance for planned international medical travel, including cover for cancellation or interruption where available. MediConnex does not offer insurance products and accepts no liability for uninsured losses.
8. Contact
Payment and billing: admin@mediconnex.com.cn
Patient enquiries: info@mediconnex.com.cn
Phone: +852 3521 2970
Postal: MediConnex HongKong Limited, Unit 2406A, 24/F, Low Block, Grand Millennium Plaza, 181 Queen's Road Central, Sheung Wan, Hong Kong